Hospitality

This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.

Too many businesses don’t really understand that the core of their business is making people feel good. Whether it’s walking into a store or a restaurant, or being on an airplane, most people go through life hoping that good things will happen to them, and they return to businesses that make those things happen.

People often confuse hospitality with luxury, but I could have given that table a bottle of vintage Krug and a kilo of caviar, and it wouldn’t have had anywhere near the same impact. Luxury means just giving more; hospitality means being more thoughtful.

If you know that people are going to come in, looking to buy a car for their teenager, why wouldn’t you be prepared with an act of hospitality that will strengthen their connection to your brand? How would you feel about a car salesperson who pulled you aside and said, “Look, I know what it’s like to have a newly licensed teenager on the road, so I... See more